Zomato App Gets Chat Support for Food Ordering

Restaurant search and discovery app Zomato announced Thursday the launch of its in-app chat feature, to let consumers chat with the team at Zomato for any order-related queries.

The chat feature has been integrated through a partnership with Konotor, a mobile-first user engagement platform, and the feature is currently live on its app, and available for users in India and UAE. The feature, which has been available in beta via the online ordering app Zomato Order, is now also available in the Zomato app.

Users can now initiate a chat with Zomato’s customer support centre and ask questions or share feedback at any stage of the food ordering process. The chat feature can be used to get information on promos, track and cancel orders, and also check the refund status for a rejected order.

The contact centre is active between 9am and 11pm IST across all cities in India and UAE where its online ordering service is available, Zomato said in an emailed statement.

“We aim to simplify the online ordering process and give users the option of a faster, more efficient, and reliable way of getting food delivered, with the introduction of this feature,” Tanmay Saksena, Global Business Head – Online Ordering, Zomato said in an emailed statement.

A Zomato spokesperson said that other new features like Custom Collections, Refreshed Dineline, and the Leaderboard 2.0 feature were all launched post Diwali, with updates being rolled out on iOS as recently as two days ago.

Custom Collections lets users curate their own lists of favourite restaurants, which can be bookmarked and shared. The new Dineline feature presents reviews and photos in separate tabs, while the new Leaderboards 2.0 tab provides social rank to top reviewers, ‘foodographers’, and bloggers.

Zomato had launched food delivery service in March this year, new features on the app a whitelabel platform for restaurants. Zomato had shut down its cashless payments business, branded Zomato Cashless in October.

Founded in 2008, Zomato has raised $223.8 million (roughly Rs. 1,450 crores) in eight funding rounds so far, and has a presence in 23 countries.